Open to opportunities

Shital Jha

@shitaljha

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Dedicated professional with 6 years in customer service and support.

United Kingdom

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth in a supportive environment.

I am a highly dedicated professional with over 6 years of experience in customer service, technical support, and complaint management. My journey has equipped me with the skills to handle complex cases and enforce government policies effectively. I have a proven track record of resolving technical and billing issues while leading service delivery across various sectors, including BPO, telecom, and public services.

In my current role as an Enforcement Case Manager at the Department for Work and Pensions, I manage enforcement actions on child maintenance cases, utilizing legal tools to encourage compliance. My previous experience at Vodafone UK involved owning the end-to-end resolution of high-risk customer complaints, where I developed personalized resolutions that rebuilt trust and ensured customer satisfaction. I thrive in high-pressure situations and am committed to enhancing operational efficiency and compliance with regulatory standards.

Experience

Work history, roles, and key accomplishments

Current

Enforcement Case Manager

Current

Department for Work and Pensions

Jan 2024 - Present (1 year 5 months)

Managed enforcement actions for child maintenance cases, investigating financial backgrounds and applying legal tools like debt recovery and property orders. Collaborated with internal teams and referred cases to the Financial Investigations Unit when fraud was suspected.

Enforcement Compliance Data Analysis Communication Process Improvement

Complex Complaint Case Manager

Vodafone UK

Jul 2023 - Oct 2023 (3 months)

Managed end-to-end resolution of complex, high-risk customer complaints, including FCA-reportable and ombudsman-referred cases. Conducted thorough investigations and developed personalized resolutions while liaising with internal departments and providing reports to senior stakeholders.

Conflict Resolution Compliance Mentoring Data Analysis

Senior Customer Service Advisor

Accenture

Oct 2020 - Oct 2021 (1 year)

Delivered front-line customer service for billing, technical faults, and account changes for UK customers, taking full ownership of queries. Diagnosed and resolved service outages and billing discrepancies using CRM systems and diagnostic software.

Customer Service Billing Support Technical Troubleshooting CRM GDPR Compliance OFCOM Regulations Account Management

Technical Support Executive

Tech Mahindra

Jul 2018 - Apr 2020 (1 year 9 months)

Provided Tier I technical assistance to US-based Verizon customers for home and mobile services, resolving internet, device setup, and network troubleshooting issues. Utilized internal CRM to document interactions and reported recurring technical issues to backend teams.

Technical Support Tier I Troubleshooting CRM Mobile Network Troubleshooting Customer Satisfaction

Customer Service Advisor

Teleperformance

Apr 2017 - Jul 2018 (1 year 3 months)

Provided technical support for Adobe Creative Cloud products, assisting with software activation, subscription queries, and configuration issues. Performed diagnostics for errors and managed multiple open cases efficiently using ticketing systems and remote desktop tools.

Technical Support Subscriptions Diagnostics Ticketing Systems Remote Tools

Recruitment Executive

Consultancy For You

Feb 2015 - Apr 2017 (2 years 2 months)

Conducted end-to-end recruitment for IT, telecom, and customer service clients, sourcing candidates from various job portals. Screened applicants, scheduled interviews, and facilitated onboarding while negotiating salary terms and maintaining communication with hiring managers.

Recruitment Candidate Sourcing Interview Coordination Onboarding Client Management Communication Job Portals

Education

Degrees, certifications, and relevant coursework

Liverpool John Moores University

MSc in Electrical Power and Control Engineering, Electrical Power and Control Engineering

Pursued a Master of Science degree focusing on advanced concepts in electrical power and control engineering. Gained specialized knowledge in power systems, control theory, and related technologies.

BPUT University

B.Tech in Electrical and Electronics Engineering, Electrical and Electronics Engineering

Completed a Bachelor of Technology degree with a specialization in Electrical and Electronics Engineering. Developed a strong foundation in electrical circuits, electronics, and engineering principles.

JKS Inter College & Jamshedpur High School

Intermediate & High School Education, General Studies

Activities and societies: Led Kho-Kho team as captain during college annual sports meet (2004–05); Head of Editorial Board for college magazine ‘Elixir’ (2012); Received 1st place in school-level Maths–Science quiz competition; Won several school-level awards in Hindi and English speech competitions; Active member of Scouts & Guides during school years

Completed intermediate and high school education, building foundational knowledge across various subjects. Participated in extracurricular activities and developed essential academic skills.